Senior Vice President of Customer Success & Retention – Driving Net Revenue Growth for a Cutting‑Edge Identity Verification Platform at brighthush

About brighthush

brighthush is redefining the way businesses verify and trust the people they serve. In an era where identity fraud, AI‑driven agents, and omnichannel interactions are the norm, our platform delivers consumer‑grade technology that bridges the gap between human and digital identities. We empower fintech, healthcare, automotive, notary, and many other verticals to authenticate users through physical IDs, digital credentials, and AI agents—all while keeping the experience fast, intuitive, and friction‑free.

Our mission is simple: make identity verification as seamless as a tap on a smartphone, yet as secure as a vault. We do this by combining advanced machine learning, real‑time data validation, and a customer‑centric design philosophy that puts the user at the heart of every interaction.

Role Overview

As the Senior Vice President of Customer Success & Retention, you will be the linchpin that transforms our post‑sale experience into a strategic engine for growth. You will own the full customer lifecycle—from onboarding to renewal and expansion—across two distinct product lines: Identity Verification (IDV) and Know Your Agent (KYA). Your focus will be on Net Revenue Retention (NRR) as the single, most honest indicator of customer health and business success.

In this high‑impact role, you will build a world‑class CS organization from the ground up, develop playbooks that adapt to market shifts, and partner closely with Product, Sales, and Executive Leadership to ensure that customer insights drive our roadmap and strategy.

Key Responsibilities

• Own NRR. Set ambitious yet realistic NRR targets, monitor progress in real time, diagnose gaps, and rally the team to close them.
• Design & Execute CS Playbook. Create a comprehensive playbook covering onboarding, adoption, health monitoring, renewal, and expansion. Own its continuous refinement to stay ahead of market dynamics.
• Build & Lead a High‑Performing Team. Recruit, coach, and retain top talent—Customer Success Managers (CSMs) and Implementation Specialists—focusing on proactive development rather than reactive firefighting.
• Risk Management & Proactive Support. Implement systems and habits that surface churn risk before it materializes. Aim to eliminate “fire‑fighting” emails by ensuring issues are resolved pre‑emptively.
• Customer Advocacy. Serve as the voice of the customer within brighthush, translating pain points into actionable product and process improvements.
• Cross‑Functional Collaboration. Partner with Product to feed customer insights into the roadmap; collaborate with Sales and Executive Leadership to align CS metrics with company goals.
• Lifecycle Ownership. Define and manage the entire customer journey—from contract signing to renewal—setting clear timelines, milestones, and escalation paths.
• CRM & Data Stewardship. Lead the adoption of Pigeon (our homegrown CRM) and any other CS tooling, ensuring data integrity, accurate forecasting, and actionable dashboards.
• Renewal & Expansion Strategy. Build a structured renewal outreach cadence (90/60/30‑day), template touchpoints, risk flagging, and a seamless handoff protocol to keep CSMs prepared for every renewal cycle.
• Transparent Reporting. Deliver candid, data‑driven reports on customer health and NRR trajectory to the leadership team, avoiding vanity metrics and spin.

Essential Qualifications

• Proven track record of building or scaling a CS function at a SaaS company, with a deep focus on NRR as the primary metric.
• Experience designing and executing a CS playbook in a fast‑moving, evolving product environment.
• Strong coaching mindset—eager to develop people and empower them to own their success.
• Excellent communication skills: proactive, transparent, and capable of surfacing issues early.
• Comfortable navigating ambiguity, especially when managing two distinct product lines with different customer profiles.
• Ability to balance rigorous processes (playbooks, forecasting) with adaptability (customized support, rapid product changes).
• Hands‑on experience with CRM and CS tooling; not a tool‑skeptic, but a data‑driven advocate for clean, actionable information.

Preferred Qualifications

• Experience working with enterprise, mid‑market, and SMB customers, calibrating CS strategies for each segment.
• Background in identity verification, fintech, or related security domains.
• Prior exposure to AI‑driven agent ecosystems and the unique challenges they present.
• Demonstrated success in driving expansion revenue and upsell opportunities within existing accounts.
• Familiarity with Pigeon or similar custom CRM solutions.

Skills & Competencies

• Strategic Thinking & Execution
• Data‑Driven Decision Making
• Leadership & Team Development
• Customer Advocacy & Relationship Building
• Process Design & Continuous Improvement
• Cross‑Functional Collaboration
• Change Management & Adaptability
• Financial Acumen (NRR, ARR, Forecasting)

Career Growth & Learning Opportunities

At brighthush, we believe that your growth is our growth. As VP of Customer Success, you will:

• Lead a high‑visibility function that directly influences company revenue and product strategy.
• Collaborate with the CEO, COO, and Product Leadership to shape the future of identity verification.
• Mentor and develop a team that will become the backbone of our customer experience.
• Participate in executive‑level decision making, gaining exposure to all facets of the business.
• Access to ongoing learning resources—industry conferences, certifications, and internal knowledge sharing.

Work Environment & Culture at brighthush

We are a fast‑paced, mission‑driven organization that values:

• Transparency: Open communication across all levels.
• Innovation: Encouraging experimentation and rapid iteration.
• Customer‑Centricity: Every decision is measured against the impact on our users.
• Collaboration: Cross‑functional teams work together to solve complex problems.
• Work‑Life Balance: Flexible remote work, generous PTO, and a supportive culture.

Compensation & Benefits

We offer a competitive total rewards package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonus tied directly to NRR targets.
• Equity compensation to share in brighthush’s long‑term success.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Flexible paid time off and remote work options.
• Parental leave and family‑friendly policies.
• Continuous learning stipend and conference support.

How to Apply

If you are a visionary leader who thrives in a dynamic environment, is passionate about customer success, and can turn NRR into a growth engine, we want to hear from you. Please submit your resume and a brief cover letter outlining your experience with NRR, CS playbooks, and building high‑performing teams.

Join brighthush and help us build the future of identity verification—one satisfied customer at a time.